General Motors (GM) is integrating Google Cloud’s Dialogflow chatbot into its OnStar in-car concierge service, signaling a more advanced and interactive future for in-car systems. This move was announced at the Google Cloud Next 23 event, featuring a keynote from Alphabet CEO Sundar Pichai.
GM’s OnStar, launched in 2022, was already utilizing Google Cloud’s conversational AI for intent recognition. Now, it can aid drivers with frequently asked questions regarding routes and navigation. This initiative is part of GM’s strategic push towards achieving a $25 billion subscription-driven business model by the end of the decade.
Mike Abbott, GM’s executive vice president of software and services, emphasized the transformative potential of generative AI for car buyers and owners. He mentioned that this technology paves the way for an improved array of features and services. “Our collaboration with Google Cloud showcases our commitment to transforming customer experiences with our products,” Abbott stated.
Since 2019, GM’s new vehicles have been integrated with Google’s suite, including Google Assistant, Maps, and Play, directly in the car’s infotainment system. This integration has been so pivotal that GM decided to gradually discontinue Apple CarPlay and Android Auto in favor of a comprehensive Google-driven system.
The incorporation of Dialogflow has been instrumental for OnStar, handling over 1 million customer queries every month across the U.S. and Canada. Available in GM models from 2015 onwards, this chatbot has significantly enhanced user interaction, recognizing and responding to customer inquiries with a contemporary, organic voice, as per GM’s observations.
GM’s partnership with Google Cloud is a testament to the evolution of in-car systems, blending technology and convenience. As automakers strive to enhance user experience, integrating sophisticated AI-driven tools like Dialogflow can reshape how drivers interact with their vehicles.
